Astucemedia

• Own the post-sales technical relationship with enterprise customers • Lead a team of Support Specialists and provide mentorship • Manage incoming client issues and ensure SLAs are met • Conduct deep-dive technical investigations and debugging • Serve as primary technical contact for enterprise clients

• Own L2 escalations; reproduce/isolate/fix issues across services, APIs, data pipelines. • Investigate and debug ingest/ETL failures, schema drift, throttling; run safe replays/backfills. • Analyze logs/traces/DB metrics; apply targeted config changes/workarounds. • Communicate effectively any issues, debug steps and requirements to the dev team for permanent fixes. • Support releases (staging checks, smoke tests, rollbacks). • Write/update runbooks & KBs; tune alerts/dashboards; contribute to RCAs. • Communicate clearly with customers; join bridge calls when needed.